On Wed, Nov 16, 2011 at 04:21:18PM -0700, Darren Spruell wrote: > We first thought to populate %RTIR_CustomFieldsDefaults with the > default value the field should have so that if not populated (as it > would be via email receipt) it would inherit the default. > > > Set( > %RTIR_CustomFieldsDefaults, > > 'How Reported' => 'CIRT Email', > ); >
As you've discovered, those are mostly used just to set the default in the Web UI when you click New Ticket In or one of the other create items. > We're finding that this seemingly isn't applied when the email arrives > via rt-mailgate and therefore the REST API. It is reflected when > viewing a new IR that is created via the standard web user UI, but not > applied when the IR arrives via email. > > What sensible approaches are there for applying this default when new > IRs arrive via the email interface? I'm supposing a scrip/action might > be one option. I'd do an On Create scrip with a User Defined action that checks FirstCustomFieldValue to see if How Reported is set and sets it if it doesn't already have a value. -kevin _______________________________________________ Rtir mailing list [email protected] http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rtir
